Ashley Furniture Industries, Inc.

Review: Delivery dates are not dependable.

CUST. ID:[redacted]3,

My family and I moved to [redacted] from [redacted] in Aug. 2014. On Aug. 14th a placed a King size bed, 3 mattresses, 2 dressers, a 5 drawer chest, ITEM #B505-46 and a bunk bed set on layaway with a $1,000 down payment using my debit card. August 26th I paid the full amount for everything in cash in the total amount of $3,532.85. The customer service rep informed me that she was unable to reserve certain item and to give it a couple of days to get a date on when my items would be in. She also told me that items would be set up for delivery as they came in. Which I believed to be true because she told me the mattresses were already in and I received a call a couple of days later to have them delivered. I did call and got a date of Sept. 11th for my items to be in and on that date I should receive a call to schedule a delivery date. On Sept. 11th I did not receive a call and it just so happens I was in the store so I had the rep check the status and she told me Sept. 18th. On Sept. 18th I did not receive a call so I called the store and was told Sept. 24th. At that point I was highly upset and something needed to be done. In the end the manager refunded my delivery fee. On Sept. 24th I did not receive a call and when I called I was told Sept. 30th. The rep told me that everything was in the warehouse except the headboard and the footboard of the bunk beds. I told her that I was told that items would be delivered as they came in, so she set the items up for delivery and told me I should receive a call from the delivery dept. later that day or the following day. I did get a call and informed the rep that I need to speak to a supervisor to voice a complaint because in my mind I was thinking my items had been in the warehouse the whole time and could have been delivered but they were waiting on the foot and head board. I left a message for the supervisor, who called me back and told me that they only items they had since the end of Aug. were railings and the 5 drawer chest. I told him that I was told that items were to be delivered as they came in. He said that I could not do anything with the railings and I told him that I could have used the chest to put my kids' clothes in. He didn't have an explanation to why it had not be setup for delivery. I excepted his response and ended the call. So I had my delivery date of Oct. 4, I received a voicemail from delivery on Oct. 3 stating that the 5 draw chest will not be delivered because upon inspection the bottom draw board was loose and that it is going to be 3 to 10 business days for a replacement to come in but everything else will be delivered. This is the problem I have. If the 5 drawer chest has been in the warehouse all this time like the SUPERVISOR told me why in the H-E- double hickey sticks is it just now being inspected a day before delivery? Why wasn't it inspected when it was received at the warehouse? On top of that the foot and head board came in on Oct. 1st but could not be delivered with all of my other item on the 4th because all the truck were full for that day, so know I have to wait 4 or 5 days to have it delivered because both me and my husband are now working during the day, which in the months of Aug. and Sept. I was not working at all. Now we had to pick a delivery day when one of us will be home for whatever timeframe Ashley picks for us. I am very disappointed in how this whole situation has unfolded. I chose to purchase my furniture from Ashley's because they had the layaway option. The sales rep #[redacted] did inform us that the items would not be ordered until the balance was paid in full and on top of that it would take 2 to 3 weeks to come into the warehouse because everything is made by Ashely's, which we didn't have a problem with but as you can read from this complaint it took longer then 3 weeks and there were other problems on top of that. Won't be making any purDesired Settlement: Unfortunately I was in the process of ordering a kitchen set from Ashley when all of this was happening. I would have canceled the order but I didn't want to pay a 5% cancellation fee, so I paid it off in full on Sept. 26th over the phone in the amount of $448.31 with my debit card and I think the delivery charger should be refunded back to me for all of the inconvenience I am still and have gone through.

Business

Response:

Hello,

Review: Dears :

I have bought a 4000$ worth of furniture from Ashley Store located in [redacted] . My purchases included a Dinning room , a Queen size bed , A dresser , and a living room tea table set . I have received a call from the distribution center stating that they received my order and it is ready for pick up . So I went to pick up my items which were in closed boxes from the distribution center . when I got back home I was assembling the dinning table to find out that the Legs were wrong legs and it can't fit the right way , and the bed head board had a big crack on the Back where the screws goes in .

At that moment I called the customers service at Ashley store to tell them about the problem asking them how to solve the problem , the answer was that I should have checked the boxes at the distribution center, knowing no one told me to do so at the distribution center ,and that I should take the damaged items back to the distribution center so that they fix the brand new head board refusing to exchange it and they told me to wait till they find new Table legs .So at that point I asked them to change the damaged Head board again and they refused . Surely it was one of the worst Customer service conversation I have ever had ,since they made me feel that I was my mistake that I did not get the expensive delivery service that they offer.

After that I went to the store to see one of the managers Trying to solve the problem and Luckily he was very nice and told me that my problem would be taking care of and they will order a new head board and new set of legs to be delivered to my place . and told the customer service representative to follow up with me till my problem is solved . Two days later I received a call from the customer service representative telling me that they were able to find me a new set of legs and that they are refusing to exchange the Head board again asking me to take it to the center to fix it. taking me back to the starting point and Changing what the Manager told me .giving me more hard time .Desired Settlement: I want to have the damaged head board and table legs changed and delivered to my house

Business

Response:

Hello,

Review: My Ashley credit account has 2 unauthorized charges within a month, and my order delivery is still not complete.

I've spent over $7,000 recently with Ashley Furniture. I put a sizeabale down payment and opened the Ashley account in Dec for the remainder. Since then, I have had 3 failed deliveries of my full order, 1/8, 1/1 and 1/24. To date, I have still not rececived my full order, the latest scheduled delivery, 2/17 was scheduled for 9:30am-12:30pm drop off. When I received the text confirmation a few days prior, they had the delivery scheduled to an address of mine from 10 years ago. I called customer service to tell them the address was incorrect. The CSR stated that they had rolled over to a new system and it had reverted to old addresses. She changed it in the system and sent a new text confirmation - that initially had the corrected address. The driver called today and said the delivery was set for the old address. I checked the text confirmation and it has reverted back to the old address again. The driver asked me to text the correct address to him, so I did at 11:44am, I called to follow up that he received the address and got no answer. He called back at 1:03pm and said he will now be here between 5pm and 9pm. So, again, I am waiting all day for a delivery, that is supposed to complete my order.

Additionally, I have 2 unauthorized charges to my Ashley credit account which I have already disputed by email and fax. I told them to close the account since there is clearly fraudulent activity in their database.

Transaction Date: 01/27/15

Invoice Number: N/A

Post Date: 01/28/15

Transaction Amount: 386.09

Authorization Number: [redacted]

Reference Number: [redacted]

Description: PURCHASE

Merchant Category Group: N/A

Merchant Category Description: N/A

Your reference number is [redacted].

Transaction Date: 02/03/15

Invoice Number: N/A

Post Date: 02/03/15

Transaction Amount: 171.59

Authorization Number: [redacted]

Reference Number: [redacted]

Description: PURCHASE

Merchant Category Group: N/A

Merchant Category Description: N/A

Your reference number is [redacted].

I have spent countless hours with customer service teams to try to resolve all of these issues, missed work days and I STILL do not have resolution for any of this.

I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account.

I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.Desired Settlement: I want a full refund for ALL of the "delivery fees", I want the unauthorized transactions removed and I want Ashley Furniture to compensate me for the poor follow through to date with a sizeable credit to my Ashley credit account.

I have been a customer of Ashley Furniture for over 10 years and have recommended the service in the past. I am so disappointed with all of these mishaps and the lack of service level and resolution. Make this right.

Business

Response:

Hello,

Review: Purchased a cleaning protection order on 1/3/14 on sofa. *No specifications or condition - understood could have year cleaning. On 1/12/15 called the [redacted] store to have a cleaning. Reference # [redacted]. Brook was very nice but had to check with her manager. Called Ashley's in [redacted] (###-###-####). Given # ###-###-####. [redacted] called back "can only come to clean if food-urine-feces. THIS IS NOT MENTIONED in purchase agreement-see attached copy. They refuse to come clean sofa and will not give a refund.Desired Settlement: Return $$ for cleaning total - and will clean elsewhere.

Business

Response:

Hello,

Review: I purchased a bedroom set from Ashley Furniture in February of 2015. I was sold a brand new set that was to be picked up March 7th. The next day I received a call from Lee Dobbins informing tme that the set was discontinued. This was after I paid and set up the fiance for the bed and night stand. The footboard was damaged by an Ashley Furniture employee. I have tried to work on AshleyFurniture replacing the footboard. Which I was told they can't replace it because it is discounted. I also requests a full refund of the entire bedroom set after speaking with Cheryl M[redacted] and numerous mambers of Ashley Furniture. I never received any replies in regards to this. I was offered a $60.00 discount of the total cost of the bed. As well as no repair of the footboard that was damaged by their staff. Or repair of the footboard and no discount at all . Again this is over looking the original problem at hand. Which is that I was sold a brand new bedroom set and was given a discontinued bedroom set that was damaged. I am now requesting a refund of all the money I have given Ashley Furniture. I have been given the run around by Ashley Furniture staff. I am not satisfied with the service or the quality of the footboard that was damaged prior to me picking it up. Ashley Furniture wants me to pay for something I didn't damage. I refuse to do so. Returning the bed will leave me with an incomplete bedroom set. Which is something I can not do as well. I paid cash for the dresser the mirror and one night stand. I then paid the difference of the second night stand. The issue at hand right now is the bed and the damaged footboard. Cheryl stated she would help resolve this matter on my first complaint with Revdex.com. Then she turned around and stated the two offers listed. I am not satisfied with her offers and I refused her offer. I am not being stalked and have had people go looking for me at my job. As well as calls to my employer and visits to a family members house. Taking pictures of their vehicles and making threats to charge me with theft. Again, I mentioned earlier on that I was pregnant and was not going to stress out over thsi mayter. They have yet to refund my full amount paid. So I have refused to deal with them as well. This is a form of harassment and an attempt to take advantage of me as a consumer.Desired Settlement: Complete refund of my money on the entire bedroom set. The full ammount I paid up front and the difference of the second night stand. As well as the second down payment I put on the bed when we were suppose to have come to an agreement with Cheryl M[redacted] from Ashley Furniture. As well as for all the harassment of stalking my place of employment and phone calls to my employer to stop. And as well as family members. I have no desire to argue with anyone. I am requesting a full refund of all monies I have paid then I will be more then happy to return the bedroom set.

Business

Response:

Hello,

My girlfriend ordered a new bed frame from Ashley Furniture as well as a shelf. The shelf arrived damaged. There were scratches all along the inside and it looked as if one of their employee's attempted to cover it up with some sort of acrylic paint. My main complaint came with the installation of the bed frame. $100 was stolen from a drawer in my girlfriends bedroom by one of the installers. I know this was a 3rd party and not Ashley Furniture directly, however, the fact that Ashley Furniture contracts these sort of people is rather disconcerting. If you or anyone you know has an installation done by one of Ashley's Furniture's two-bit contractors, be wary.

Worst buying experience of my life! Out of the five items I purchased three of them were damaged and two, sofa and chair, were the wrong color. It's six weeks later and I still do not have my sofa and chair. The surface/furniture repair guy told me today he could not fix the dresser or nightstand due to the matte finish scratches are basically expected. I have talked to the store manager, sales manager, customer service department(who are nice and say I'm sorry, let us make it better but then I get routed back to the same managers who are telling me to suck it up that's just the way it is). After spending $2800 not the answer I'm looking for nor is paying for furniture I don't have. I would never, ever, ever recommend anyone buy anything from this store!!!

I was absolutely promised my furniture would be delivered Friday October 2, 2015 and I even got a robocall confirming that "between 1:30 and 3:30." So when the furniture didn't come I called and everyone was very rude and I was told Ashley failed to "put the billing in on time" and my furniture didn't get loaded on the truck. So now the next day I can get it is in a week. No table for a week!!! This is the worst customer service I have experienced. I had to call and wait on hold 30 minutes to get this much. No one would call me back. No one wanted to offer help. I'm very unhappy and now embarrassed I ever shopped here in the first place.

Review: We purchased a love seat and a sofa from Ashley Furniture with the protection plan. We have previously filed a complaint, which took filing through Revdex.com to get resolved. Since then our sofa has broken, two of the vertical beams in the back of the sofa have separated from the horizontal beam across the top of the sofa. I've left several voicemails for the services parts department as well as the customer service department, with no response. I do not believe waiting over two weeks is irrational for a response. The beams have now broken through the fabric of the sofa. I have call logs on my cell phone as well as pictures to substantiate my complaint. I would like the sofa replaced at this point as their unacceptable response time has lead me to believe repairs would take several months as it's been more than half of a month with no return call....Desired Settlement: Replacement sofa. I have pictures and cellphone call logs to substantiate my calls and lack of return calls from Ashley Furniture.

Consumer

Response:

On Mon, Aug 12, 2013 at 9:57 AM, [redacted] wrote:

I wanted to give you an update. Ms. [redacted] from Ashley called me this morning and has been very helpful in getting this resolved. I'd like to cancel the complaint due to Ms. [redacted]'s excellent attitude & Assistance.

Review: We purchased a dining set, Whitesburg, D583-15T, on 8/2/14 from the Ashley Furniture Outlet in [redacted]. At that time, we purchased a 5 year protection plan that would replace the piece of furniture when there was damage by us or others.

The furniture was delivered on 8/6/14 by the [redacted] Company in [redacted] When the table top was attached to the base it was uneven and it rocked. Upon closer inspection, it was found that the one leg was drilled incorrectly in the measurement and was an approximately 1/4” lower than the other legs. The delivery men tried to level the table but this did not work. After lengthy discussion with us, it was decided the delivery men from [redacted] would make a note and took a picture of the level (since the company did not have a level) that we used to show how uneven of the table to show their company of the need for a new base.

Over the next two days, we found the table top extremely soft and thin and scratched immediately upon any type of dish or other item being placed on the table.

We were told by the delivery men that someone would contact us within the next 24 hours to talk with us regarding our concerns. We received no call. We went back to the local store on the 8/14 to discuss our frustrations with customer service. We had gone to the store two days earlier, but they are closed on Tuesday and Wednesday and I had called and left a message with no return call, so we had to wait until Thursday to speak with someone at the store. We were directed to [redacted] – the customer service person. Together, we reexamined the floor model and found that there was a stronger and more durable table top than ours. It was obvious that our table had been an inferior product and was not manufactured with quality goods. We advised [redacted] that we had the protection plan that we understood covered this type of damage. [redacted] dismissed this as an option at that time. [redacted] called [redacted] regarding a visit by a technician to examine our table. [redacted] spoke with [redacted] at [redacted] and was advised that we would receive a technician on the 19th. We waited to hear when the technician would arrive, if a new base would come as well and how the table top would be replaced. We heard nothing. I called [redacted] back and received [redacted]'s phone number. I spoke with her and she was extremely rude. I asked that the technician arrived prior to 3pm. She said that she would see if that was possible but that the schedule had not been made. I was to wait until I heard from her. I received no further call until I complained.

I placed a complaint via website to Ashley Furniture on 8/15 regarding my frustrations and ire with the company. Reference #440578. I received a call from the Customer Service Supervisor at [redacted] Company on 8/16. I was told that the technician would arrive between 10am and 1pm on the 19th. At that time, he would “inspect” the table to determine what could be fixed and IF anything needed to be replaced. I explained my frustration and anger with trying to get service and the poor craftsmanship of the table. The supervisor stated that if it was a manufacturing issue, than the table would be replaced. If it was something that we had done to the table, then maybe the protection plan would cover it IF we had placed the concern within the acceptable timeframe within the warranty rules.

The technician, [redacted], arrived on the 19th. My husband stated that he spent about 10 minutes at our home. He refused to look at the legs to see the wrong drilling of the legs. Instead he reached down to the one leg, and turned the silver tab to stop the table from rocking. He did not use a level on the table. When my husband pointed out that just because the table stopped rocking, it still made the table uneven (it is lower on one side than another over an inch off), [redacted] stated, “Oh it doesn't look that bad”. [redacted] told my husband that the scratches on the table top were not made by the delivery men so it would not be replaced. And that we could try to “buff” them out. He agreed that the table top was made of a very thin wood and was easily scratched. We have never stated that the delivery men made the scratches. [redacted] left stating that his job was done.

I called the [redacted] with my concerns and have had no return call.

I placed another two complaints on 8/19. The first complaint had no reference #, second complaint had reference # [redacted]. It is now 24 hours and I have had no return call or response.Desired Settlement: We want Ashley Furniture to accept responsibility that the table was an inferior product and that as a brand new table, we should not have a table that rocks and is uneven. They should honor their protection plan that was purchased and the guarantee that we were given that the top could be replaced. If this plan is not honored then it is a scam. We would accept nothing less than a written apology and a brand new table.

Business

Response:

Hello,

Review: On Nov. 7, 2014, we purchased and were promised delivery of a leather couch and loveseat on Nov. 19, 2014. The day before delivery our salesperson called to tell us that the furniture was still being manufactured and that it would be delivered on Dec. 12, 2014. We received a confirmation e-mail Dec. 9, 2014, that estimated the delivery to be between 12:30 and 3:30 p.m. As previously, we made arrangements for the disposal of our old couch and loveseat. On Dec. 12,2014, we waited all day for delivery and at 5 p.m. we called the phone number on the delivery confirmation e-mail to find that the delivery has now been scheduled for Jan. 26, 2015. No one from Ashley called us either before or on the delivery day to inform us that we would again not be getting our furniture, which was paid for on Nov. 7, 2014. We have called the store four times in the past two days and always someone promises that either the manager or salesperson will call us back. That has not happened yet. We are very unhappy.Desired Settlement: We are very disappointed in this company, which sells what we consider good quality merchandise. If this can't be resolved we would like our $2,383 back.

Business

Response:

Hello,

Review: I purchased a bed for Christmas from Ashley 's store in [redacted]. The did not inform they don't deliver to the home, but they have a third party. The driver hit my mother's car before bring delivering the future, without informing me. I found that he told the police that he hit the car before he every came in side Jan 13, 2015 after going to City Hall and asking for a report. He told me that he hit it when he was leaving the day of the accident, December 10, 2014.On top of that the mattress that was delivered had ans has a stand on it.Desired Settlement: I would like to have option of keeping the bed, store credit for Ashley Furniture HomeStore, and a settlement with the car for my mother. No one is taking responsible for everyone is pointing fingers. We are over 40 days in without a car.

Business

Response:

Hello,

Review: They wouldn't set up a time to bring a sofa back to my home while u would be there. They would deliver at the convince. If their products was good merchandise a individual wouldn't have to go through what I have had to do to get it delivered back to my home. The store manager at the [redacted] mo store is very rude and needs to be fired. My business and anyone that I talk to will be advised to not to business with these isDesired Settlement: Delivery of the couch when I can be at home and a formal apology!!

Business

Response:

Hello,

Review: On May 17th I went in to the [redacted] mo location to make a 2nd purchase from the company, when we placed our order on the furniture we were purchasing we were told be the sales rep that it is new and was on back order and that we would receive our delivery on 7/11/2015 which was fine, the delivery came and when the delivery guys made the delivery (its a cream colored set couch and chair) it was not left in the plastic and there were black strap marks on the furniture and hand prints from where they help the items to carry, the chair was missing the 2 side pillows and there was also a tear in the chair that was starting. The gentleman that made the delivery that day took pictures (he stated that he already seen the marks) and noted the account and told me that someone will call me in 24-48 hrs and to let them know I need it exchanged well Monday came and I heard nothing from anyone I waited 2 more days and still nothing so I contacted the store on 7/15/2015 and explained again what was going on and then was told that someone with their GRT department would make contact with me to exchange the items with in 36hrs 7/23/2015 would of made it 36hrs well that day came and went so I contacted the store asked for the manager and she seemed like it was not of a concern and handed the phone to the customer service rep there at the location to set up date for an exchange the only problem is the exchange date is to be done on August 22, 2015 not anything any time sooner, nor did she want to even try. I asked for the corporate office number which I was given [redacted] number, I called and asked it this was the corporate office considering how they answered the phone when I called, they said yes and giggled, I asked for a manager and spoke with a gentleman names [redacted] who was willing to listen to what I had to say and showed some little concern and after I went over the whole story again, he put me on hold and then came back and stated since my furniture is not in high demand that yes the soonest I would receive my exchange would be August 22, 2015 so now im stuck with furniture that is ruined and I have to make payments on something that is un acceptable and I have to look at the stains and the rip, they seemed to not really care about how un professional this was and is to a paying customer. I feel that this is unacceptable all the way around, im not looking for any hand outs I just wanted my new furniture delivered with in a reasonable time and minus the stains or any stating tears, I guess they just don't understand my fustrationDesired Settlement: I would like for this situation be taken more serious, I feel like something should be done about this delivery to be made sooner then having to wait over a month for the corrections I mean I am paying for something I cant even enjoy and that's unacceptable

Business

Response:

Hello,

Review: I ordered a 14 piece bedroom set in queen size with a queen size mattress which paid more to get it upgraded. But upon delivery the mattress seemed small and we asked the delivery driver and he said that it would fill out and that it was compressed for delivery so we said ok and he left. Next day and it was all decompressed and was still way to small it was now obvious that they gave us a full size mattress for our queen size bed set and comforter set that we bought from them. So I called to discuss the issue and see if they could correct there mistake and the manager of the store in [redacted] ny was very rude and told me that there is nothing he can do for me and that it is my fault for initialing the paper work even though they filled it out wrong. I only initialed it be use we had been in the store for literally 5 hours and at that point I was ready to leave and just initialed everywhere the girl said to without reading it word for word under. The assumption that they did everything correctly as I had asked for in queen size. The manager even told me that he doesn't think that any of his people made a mistake and that they had to go out of the way to change it from queen to full size but I don't know why they did any of that because I did r ask for that nor would I want that. What do I want a small full size mattress for my queen side bed and comforter set that's stupid and doesn't make any sense. So he told me that he wasn't [redacted] give me a free mattress or fix the problem so what can I do. It not free because I paid for a queen size they just messed it up not me Confused and unhappy customerDesired Settlement: Come deliver me the right queen size mattress that we ordered. It's not my fault u changed it to full size without my knowledge or consent and therefore we should not be responsible for the mistake I understand how he says he can't take the other one back or re sell it now. But that's not my fault. I don't want this full size thing I want the right one that fits everything like its supposed to who goes to a store and spends $2000 on the wrong thing. Rally like I have money to throw away cause I'm broke and don't

Business

Response:

Hello,

Review: I had a bed and chester delivered on 12/20/13, but screws were missing and the chester was damaged. The bed was not assembled and furniture pieces have been scattered around my home for two weeks. Screws were left on the floor in my toddlers bedroom. Each time I call Ashley associates seem surprised and confused. The sales representative and sales manager have returned NONE of my calls. I have been lied to and a customer service agent [redacted] was rude to me and told me I was making it difficult for her to help me. I asked that they pick up the furniture and they refused. I absolutely can not believe how I have been treated by this company. They are due to assemble the bed on jan 3rd' they are just placing the order for the replacement chest. This is just completely ridiculous.Desired Settlement: I would love to return the merchandise and not do business with a company that does not care about customers. I would at the very least like to speak with a person willing to address my concerns, I am tired of leaving messages in vain.

Consumer

Response:

I would love to return the merchandise and not do business with a company that does not care about customers. I would at the very least like to speak with a person willing to address my concerns, I am tired of leaving messages in vain.

Business

Response:

Hello,

Review: Consumer's Original Complaint :This company replaced a chaise lounge on my sectional sofa. The replacement was worse than the first one.The cushion on the chaise lounge would not stay in place so they tried to use more Velcro to hold it in place that did not work. then they replaced the chaise lounge which looked like it was broken down. I talked to the lady I think her name is [redacted] she stated she talked to Ashley the maker of the sectional sofa. She said they would give us a recliner but when we went to talk to her about getting one she would not come out of her office she told another employee what two recliners we had to choose from. We did not like the choices. Then we were told we could pay more and get a different one.Desired Settlement: I would like to have the sectional replaced with two recliners and a sofa of my choise

Business

Response:

Hello,

Review: My husband and I purchased a red leather living room set and a red leather chair from United Furniture Style located at [redacted] in [redacted]. The furniture was 2 years old on March 14, 2012. My complaint is that the leather on the sofa and chair are splitting after only two years. I understand there is a warranty on the furniture, however this has to be a defective product since I have owned leather furniture in the past and I have never seen a sofa or chair begin to split the way my practically brand new furniture is splitting. My previous leather furniture set which was also an Ashley set lasted 9 years in my house and I didn't have the initial (the first set began to split as well but not within 2 years after purchase) problem I'm currently having. I'm afraid to even sit on the sofa or chair for fear that the material will split to the point where it's unrepairable. I am completely dissatisfied and highly disappointed with this purchase. The store I purchased the furniture from I believe is out of business now, but I don't feel this is a location problem because the furniture didn't come directly from the store, they had to order it from the factory. My receipt states the Factory information which is listed as Ashley and the Stock Number which is listed as 94601. After noticing my furniture begin to split, I researched the internet to see if any other people were experiencing the same problem, and in my research, I have read many complaints against the quality of Ashley's leather furniture. Had I been aware of these complaints prior to my second purchase of Ashley's leather furniture, I would have probably chose another vendor to purchase my leather furniture from.Desired Settlement: I love my furniture and the color, I would like to have the furniture replaced in good faith since I thought I was purchasing a quality product and did not expect the product to start to deteriorate after the warranty had expired. If the furniture cannot be replaced, please provide me with a desirable option so I can maintain my status as a consumer who loves Ashley's products.

Business

Response:

Hello,

Review: August 2012 I purchased a bedroom set. Our [redacted], offered accidental insurance that fixed or replaced furniture if it couldnt be fixed. The cost of the insurance was approximately $259.00. In August of 2014, I made a claim to a company called [redacted]. My footboard has a gouge at the corner & my dresser has a gouge and deep scratches. A man reported to my home in September to review the damages & stated that he would be ordering a new top for my dresser & a new top for my footboard since he could not fix the damages. He informed me that once the parts were in he would return. On November 5, 2014, I receive a call from Mr. [redacted] stating that my claim was not approved because the damages didnt fall within the policy guidelines. I explained to him that my insurance plan was brought under the pretenses of it being accidental insurance that covered just about all damages & if they could not be fixed it would be replaced. [redacted] replied with while he understands he wishes that Ashleys furniture wouldnt sell the insurance with false pretenses & that this is not the 1st time hes had to deal with an upset consumer like myself. I stated that if my furniture couldnt be fixed than I wanted my money back for the insurance that I purchased. He directed me to get in contact with the store. I was in contact with [redacted] whom was extremely unreasonable & try to insinuate that I waited several day before putting in a claim. The next day I received a call from [redacted]. She states that my damages do not fall within the guidelines because the insurance doesnt cover scratches, but 1 individual scratch. She states that multiple scratches conclude excessive abuse. She refuses to refund me the money for the policy I purchased stating that regardless what I was told it isnt their fault. The policy that I was emailed is my 1st time seeing it and it doesnt match the pamphlet.

Product_Or_Service: Bedroom SetDesired Settlement: DesiredSettlementID: Replacement

I do not appreciate the lackadaisical attitude everyone seems to have in regard to me being sold accidental insurance that does not cover much of anything nor do they replace anything. Ive been diligently looking for the pamphlet and business card we initially received when we purchased the furniture. All Im asking for is for my furniture to be fixed or those particular parts be replaced. If neither party is willing to honor that than I would like the $259.00 re

Business

Response:

Hello,

Review: I contacted Ashley Furniture headquarters to let them know that my loveseat had a minor wear in the material. It was most definitely still under warranty. I also informed them that NO ONE has ever sat in it because it is just myself & my husband, and we use the sofa. They finally agreed to have the loveseat repaired. I must have told and emailed the their rep 10 times where the damage was, and each time, she continued to send the wrong piece of fabric. The technician also sent them pictures asking for the correct piece so he could repair it. He was here 3 times, and I have 3 different pieces of material; none of which will fix the problem. This has been going on since the end of January, 2015. I received a letter today,4/28/15, from Ashley, stating they have discussed my situation with management, and WILL NOT repair my loveseat. They told me to "Look in the yellow pages and find a repair service in my area, and it is my responsibility to pay." I spent over $2,000 at the Ashley store, and that's the last they will ever see of my money again! Their customer service is the worst! I hope this helps potential customers to shop elsewhere.Desired Settlement: I want exactly what their warranty promises. Repair or replace.

Business

Response:

Hello,

Thank you

for contacting Ashley Furniture Industries, Inc. We appreciate that you have

notified us regarding Ms. [redacted]’s concerns. We take these matters seriously

and want to ensure the proper steps are followed so a resolution can be reached

in a timely manner.

After close review of Ms.

[redacted]’s claim, Ashley Furniture Industries, Inc. sent a third party repair

service (U.S. Quality Furniture Service) to complete an inspection of Ms.

[redacted]’s furniture. The technician reports that the furniture does not show any

signs of manufacturing or workmanship defects, therefore the issues Ms. [redacted] has

are not covered under Ashley Furniture Industries, Inc. Limited warranties. This

was explained in a letter that was sent to Ms. [redacted].

We are very sorry we are

unable to assist Ms. [redacted] any further with her concerns.

Sincerely,

Ashley

Furniture Industries, Inc.

Consumer

Affairs Representative

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] When the technician was here, all 3 times, he NEVER once mentioned that it was NOT a manufacturer's defect. In fact, he stated quite the opposite!! I told him the loveseat had MAYBE been sat in 2 or 3 times by a guest, because it's only me & my husband and we use the sofa. He said he could certainly see that it was practically brand new, and it had to have come from the manufacturer in that condition. He just wasn't interested in fixing it. I knew that from the first time he was here. He kept commenting, "It's going to take me 3 to 4 hours to fix this with what they sent. Contact whoever you spoke to and tell them to send you a whole new center console." That's what he told me every time he came. The reason is because the defect was tucked underneath the padded piece of material in the center console of the loveseat. But not anymore!!! Because of the ALL the INCORRECT pieces that Heather Neberman continued to send, the technician continued to stretch the material trying to figure out how to make the repair. Now the defect is most definitely noticeable!! He also told me repeatedly to contact Heather, which I did via emails, that the ONLY way to repair the loveseat was to sent the entire center console. She never responded to these emails.My warranty was in effect when I contacted Ashley. They agreed to make the repair, and now the they are not honoring their agreement.

Consumer

Response:

On Mon, May 11, 2015 at 1:27 AM, <[redacted]> wrote:[redacted]~